Disclaimer: This is a generic job description for the position stated below. Actual tasks and tools will be discussed further when you reach the final interview stage. Please ensure you apply for the right job based on your location and experience. We prioritize people who can do this successfully!

• Respond promptly to client emails and portal requests in Mandarin and English regarding their concerns

• Handle inbound and outbound phone calls, prioritizing urgent and last-minute client needs across both Mandarin and English-speaking customers

• Assist customers with their needs, offering empathetic support and swift coordination

• Update and maintain accurate customer records to ensure seamless information flow and accessibility

• Resolve client concerns efficiently and professionally, ensuring swift troubleshooting and clear communication in both languages

• Build trusted relationships with customer accounts through proactive, friendly, and solution-oriented interactions

• Ensure complete customer satisfaction during every engagement, taking the extra mile to support and reassure clients

• Document all interactions and case updates, adhering to internal procedures, guidelines, and data privacy protocols

• Fluent in English (written & spoken) & Mandarin (written & spoken) 

• At least 1 year of proven experience as a Customer Service Representative in a B2C or B2B capacity

• Excellent English and Mandarin communication skills, both written and verbal (at least B2 level)

• Excellent phone, email, and instant messaging communication skills

• Solid organizational and time management skills

• Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM, and VoIP

• Experience with word-processing software and spreadsheets (e.g., MS Office)

• Knowledge of online calendars and scheduling (e.g., Google Calendar)

• Proactive & confident with keen attention to detail

• Able to work in EST/ PST shift

• USB Headset with Noise Cancellation feature

• Working Webcam

• Computer with at least 1.8 GHz processor and at least 4GB RAM

• Main Internet Service Speed: at least 25 Mbps cable connection

• Backup Internet Service Speed: at least 10 Mbps

• Health Insurance (HMO)

• Performance Incentives

• Job Security and Stability

• Paid Training

• Inclusive Culture

• Upskilling Opportunities

• 100% Work-From-Home

• Exceptionally Supportive Team

• Opportunities for Career Growth

• Fun Work Environment

• Holiday & Overtime Pay

Please note:

• Only qualified candidates will be invited to take the assessment & scheduled for an interview.

• We have other vacancies that might interest your friends & colleagues. They can check us out at our Jobs Website.

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